Claims returned

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Linda Wisneski

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Dec 13, 2022, 10:51:02 AM12/13/22
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Hi Folks,

Here I am with yet another question! Do you have a claims returned policy at your library? What is, how does it work, do patrons get billed for items they claim they returned that you or your staff have looked high and low for and cannot find?

Thanks!

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Linda Wisneski
Patron Services Supervisor
PO Box 1687, 335 E. Elkhorn Avenue
Estes Park, CO 80517

Jennifer Hoffman

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Dec 13, 2022, 11:01:57 AM12/13/22
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Denver Public Library's policy is pretty forgiving and errs on the side of trusting the customer.  We ask the customer where and when they believe they returned it, adjusting the assigned branch to that location before placing the claim in our ILS. Upon placing the claim, the item drops from the customer's items out view and displays in a claim view (visible only to staff) which has a running count of current and lifetime claims. This applies to DPL items only. We have a manual process for Prospector and WorldCat Loans.

Claimed items appear on branch-specific search lists. If found, the item is cleared from the customer's claim view so it doesn't count toward their lifetime claim limit. If not found, the item record is deleted and the claim remains, counting toward the customer's lifetime claim limit.  Customer's who hit their lifetime claim are pretty rare and are not eligible for self checkout or further claims. We encourage these customers to return items to a staff member and request a return receipt.

-Jennifer


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Jennifer J. Hoffman
Manager of Books & Borrowing
Denver Public Library

Kristin Farr

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Dec 13, 2022, 11:57:04 AM12/13/22
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Hi-

 

Jeffco Libraries have a similar approach to DPL. We mark the item as missing/claims returned (without saying that phrase the patron!) and then take it off of their account. In theory, if the item is on the shelf it will be checked out or weeded within a year. If it’s not, then it comes up on missing items lists and is deleted when not found.

 

Like overdue fines, leaving missing items on patron accounts doesn’t typically help us get the item or recoup the money for it, but it does keep the patron from using the library. If we see an egregious number of claims returned items on an account we handle that individually.

 

 

From: cl...@googlegroups.com <cl...@googlegroups.com> On Behalf Of Jennifer Hoffman
Sent: Tuesday, December 13, 2022 9:02 AM
To: cl...@googlegroups.com
Subject: [EXTERNAL] Re: Claims returned

 

Denver Public Library's policy is pretty forgiving and errs on the side of trusting the customer.   We ask the customer where and when they believe they returned it, adjusting the assigned branch to that location before placing the claim

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Cindy Martin

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Dec 13, 2022, 2:34:38 PM12/13/22
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Hi Linda,

For the most part Arapahoe Libraries has the same approach as JCPL.  Staff have the option of doing a shelf-check if they have time, but otherwise will trust the patron in their claims that the item was returned.

CINDY MARTIN

Coordinator of Lending Services

CLCN Chair

Pronouns: She, her, hers 

303-542-7279 x12715

cma...@arapahoelibraries.org


 

 


From: cl...@googlegroups.com <cl...@googlegroups.com> on behalf of Kristin Farr <Kristi...@JeffcoLibrary.org>
Sent: Tuesday, December 13, 2022 9:56 AM
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Subject: RE: [EXTERNAL] Re: Claims returned
 
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McClelland, Tim

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Dec 15, 2022, 1:02:20 PM12/15/22
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Linda-

 

Boulder PL uses basically the same process as Denver, Jeffco, and Arapahoe Libraries.

 

Best,

 

Tim McClelland

Patron Services Manager

(he/him/his) 

1465926325588_PastedImage

303.441.1803

mccle...@boulderlibrary.org 

 

Library & Arts

1001 Arapahoe | Boulder, CO 80304

boulderlibrary.org 

Nichole Lawless

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Dec 15, 2022, 1:41:42 PM12/15/22
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Pueblo Library district is similar to the other libraries who responded, take patrons at thier word, get detailson where and when the item/s were returned.  Items go onto a district-wide missing list. Items found are removed from the patron account and do not count towards the limits noted. We have a lifetime limit of 10 claims returned items and limit patrons to 4 claims returned items in a year.
We have had a number of patrons reach this limit. Thier borrowing privileges do not change (they may still use self-check machines, etc.) However they are responsible for the cost for any items that are missing going forward, and are told this when they use thier 10th claim returned.
Hope this is helpful! 
Nicki

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Danni-lyn Steiner

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Dec 15, 2022, 1:51:39 PM12/15/22
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Broomfield's policy/procedure is similar to much of what's described above. 
We don't have any sort of lifetime limit on claims returned items, though, so an egregious number of these items would be handled on a case by case basis.

Thanks!
Danni

To view this discussion on the web visit https://groups.google.com/d/msgid/clcn/CAGU5Nuo5rrG8%3DWG-Pbrti_gb0NTVFhz83b77tU5uHe%2B_mr%3DQaA%40mail.gmail.com.


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Danni-lyn Steiner
Preferred Pronouns: she/her/hers
Circulation Supervisor
Broomfield Library
3 Community Park Road 
Broomfield, Colorado 80020-3781



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